Systems Incident Management Specialist, Hybrid, Marlborough/Chelmsford, MA

Schedule

Mon - Fri: 8 AM - 5 PM (40 Hours)

What You’ll Do

Job Summary: 

This role coordinates and manages systems incidents with moderate complexity, ensuring timely restoration of services and minimizing business impact. This role applies experience and sound judgment to facilitate incident response, improve communication flow, and support continuous improvement efforts across incident management practices. 

Essential Functions: 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Facilitates coordination of incident response activities for moderately complex service disruptions, ensuring appropriate resources are engaged and actions are progressing toward resolution 

• Facilitates incident management calls, guiding discussions, maintaining focus on resolution, and ensuring clear ownership of next steps 

• Owns communication during incidents, delivering timely, accurate updates to stakeholders and adapting messaging based on audience needs 

• Monitors incident progress against service expectations, proactively identifying delays, risks, or gaps and driving follow-up actions 

• Maintains comprehensive and accurate documentation of incident timelines, actions, and outcomes to support reporting and post-incident analysis 

• Applies established processes while adapting approach based on situational needs, ensuring effective handling of a range of incident scenarios 

• Identifies patterns or recurring issues through incident data and collaborates with problem management to support root cause analysis and prevention efforts 

• Supports continuous improvement by recommending enhancements to incident management practices, tools, or communication approaches 

• Coordinates activities across multiple teams or functions, ensuring alignment and effective collaboration during incident resolution 

• Provides guidance to less experienced team members, helping reinforce best practices and consistency in incident management activities 

What You’ll Need

Education & Experience:   

• Required Education: Bachelors degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree) 
• Required Experience: 2 - 4 years of relevant experience 

What We Do

DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. 

If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

DCU is not currently offering Visa transfer/ sponsorship for this position.

Expected Pay Range

$83,000 - $99,500